Technical data

ACD Group Service Status 10-9
Chapter 10: ACD (Automatic Call Distribution)
MBX IP Description / Operations & Programming Guide
ACD Group Service Status
ACD group has 5 status settings (Normal / Forward / Overflow / Night / Holiday Status).
1 - Normal status is a general service status.
2 - Forward status, ACD call will be forcibly forwarded to registered destination.
3 - Overflow status will be changed automatically from Normal status when all agents are
busy and also ACD queue is full. Administrator or Supervisor can make rule release,
overflow announcement or forward.
4 & 5 - Night and Holiday status can be changed automatically by system time-table or can
be changed manually by Supervisor. In each status Administrator or Supervisor can
make rule how to handle the AC call. ACD calls can be released immediately, or can
be served with Night or Holiday Announcement, or can be forwarded to the registered
destination.
In case of Forward, Night, or Holiday status, these kinds of status can be set manually by
a System Administrator or group Supervisor. And also in case of Night, or Holiday status,
if [Auto service change] admin is set PGM 212 - Flex 5, group status can be changed
automatically according to the system time table.
CONDITIONS
- Group status can be changed only by supervisor or administrator.
- Supervisor can change the rule for ACD group in its Station Web Program.
- If [Password Check When Service Mode Changed] is set in admin [PGM214-Flex9],
supervisor has to enter the correct password when supervisor wants to change the
group status (Group Forward / Night / Holiday Status).
- If [Auto Service Status Change] is set in admin [PGM212-Flex5], group status will be
changed automatically from Normal to Night or Holiday status according to system
time table.
- If [Auto Service Status Change] is set in admin [PGM212-Flex5] and the System-Time
is in Timed mode, ACD will follow the settings for Night Service.
- If [Auto Service Status Change] is set as Manual Change [PGM212-Flex5], supervisor
can change group status manually.
INFO PRINT INTERVAL -- This entry defines print
interval seconds of Information Traffic data.
17 001-250 001 (10 sec)
INFO CLR AFTER PRT -- If this value is ON, after
print Information traffic data, previous data will be
deleted.
18 0:Off
1:On
0:Off
PGM 214 BTN RANGE DEFAULT
Release 1.0
November 2010